Managing Orders

Every purchase appears as an order. Here is how to find one, check that the buyer got their tickets, and refund or cancel tickets.

Find an order

Dashboard > Orders lists orders across all your events. Search by Order #... or Search by email..., filter by status (Confirmed, Pending, Refunded, Partial Refund, Cancelled), or click Export CSV.
An event's Orders tab lists orders for that event only.

Open an order with View details (or View). These links are shown to owners and admins.

The order detail page

The order page shows:

Buyer: name and email;
Ticket email: whether the tickets reached the buyer (see below);
Items: ticket types, any organizer fee, sales tax and the total;
Tickets: each ticket with its code and status (valid, checked in, refunded);
Refund History, if any tickets were refunded;
Consent Records, if the buyer accepted policies at checkout.

Ticket email status

Status	What it means	What to do
Delivered	The buyer's mail server accepted the email.	Ask the buyer to check spam and promotions folders.
Sent, no delivery confirmation	Sent, but no confirmation has come back.	Usually fine. The buyer can resend it themselves (below).
Sending	On its way.	Wait a few minutes.
Bounced	The address does not accept mail, usually a typo.	Correct the address (below).
Marked as spam	The buyer's mail provider reported it as spam.	Ask the buyer for another address, then correct it.
Blocked	The email provider will not send to this address.	Correct the address.
Not delivered	The send failed.	Correct the address, or contact support.
No delivery record	No record exists for this order. This is not the same as a failure.	Ask the buyer to resend (below).

In the order list, orders with a delivery problem show a red Not delivered badge.

If you send email from your own domain, delivery confirmations go to your own email provider, so the status usually stays at Sent, no delivery confirmation. See Emails Not Being Received.

How a buyer gets their tickets again

There is no resend button in the organizer dashboard. Send the buyer to /help and ask them to choose Resend Your Tickets. They enter their checkout email and click Find My Orders, then Resend Tickets. This works for orders for upcoming events.

Buyers can also view their tickets online: they click Find My Tickets on any event page and get a magic link by email.

Correcting a buyer's email address

You cannot edit a buyer's email address yourself. Get a working address from the buyer, then contact Equaticket support with the order number and the new address. Support corrects the order and its tickets and resends the tickets to the new address.

Refund or cancel tickets

Owners and admins can refund a ticket from the order page: click Refund next to the ticket and then Confirm. Refunds are for the full ticket price, and the buyer gets a refund confirmation email. See How Refunds Work.

For comp and cash tickets you issued yourself, the button reads Cancel ticket. See Issuing Comp and Cash Tickets.

Still need help? Contact support.